Swanley, England, United Kingdom
Senior Operations Analyst with 8 years of experience bridging the gap between technical operations and customer success in high-growth Fintech and Proptech environments. I specialize in turning complex data (Tableau) into actionable customer insights and migrating teams to scalable support systems (Zendesk) to improve SLAs and retention.
Served as a frontline point of contact for customers via telephone and email to support the timely movement of funds, operating within strict service level agreements (SLAs). Forged strong relationships with wider teams including customer success, commercial and operations functions to collaboratively meet customer needs, seek out ways to improve service and resolve a wide range of problems. · Sourced and recommended innovative solutions to automate tasks on a daily basis as part of continuous process improvement.
Headhunted to onboard and educate customers on company services, building relationships from the outset through to enlisting clients on the online property portal. Interacted with customers to troubleshoot issues and distribute company contracts. Engaged with the development team to raise and fix system bugs via JIRA, involving telephone liaison, problem demonstration and escalation to the appropriate team. · Championed continuous process and service improvement to enhance the end-to-end customer experience and monitored performance. · Facilitated initial coaching and mentoring for new team members, bolstered by ongoing performance appraisals and support. · Fulfilled required business needs as an adaptable and flexible customer support executive, taking on different hours to suit customers.
Joined a financial services company with the remit to support customers and process insurance applications efficiently, requiring due diligence and elements of KYC. Built strong relationships with customers during the application process and recorded accurate information via an internal system, requiring interaction with wider departments. Identified system issues and escalated problems to the technical team for resolution.
Initially formed as part of the member services team in a customer support function prior to progressing to digital marketing. Responded to inbound customer calls to resolve queries and issues. Ran marketing campaigns and conducted A/B tests on performance. Analysed data and collated campaign results to feedback to clients weekly, report to key stakeholders and communicate with wider teams. Administered the website with new uploads and changes to existing advertising as requested by clients. · Consistently delivered outstanding customer support and service through email and live chat communications portal. · Innovated and distributed more than 45 email marketing communications campaigns on behalf of the customer base to boost engagement.
Operated as a website administrator to maintain the quality of online property listings, investigate fake advertisements and determine real estate availability. Interacted with customers through email and live chat using Zendesk, acting as a focal point of contact for any issues or queries. • Selected as a representative on the Net Promoter Committee to review customer feedback and improve services.